You travel in style when it is Eurostar! Given its A-class onboard services, it has hosted many celebrities in the past and even royalty, including the Queen herself. Why take a flight to Europe when you can travel luxuriously on Eurostar with all its top-notch comfort and safety features? Add to it the breathtaking landscapes of the international transport corridors as the train speedily runs along at 300 km/hr.
Eurostar starts from St Pancras International Railway Station in Central London and travels to as many as 20 stops across the UK, France, Germany, Belgium, and the Netherlands. Just as you would do your baggage scanning and passport checking on international flights elsewhere, Eurostar requires you to go through the same and wait in their lounges until they announce boarding.
Sleek, neat, and stylish — you feel special boarding the train. It is divided into Standard, Standard Premier, and Business Premier classes.
There is a generous luggage allowance across all the three classes in Eurostar. Additionally, you can enjoy their cafe service with a good stock of your favorite bites and drinks. There’s more like free onboard WiFi facility; privilege to choose your seats for free; children below four years can enjoy free rides; on Standard Premier and Business Premier classes you get a choice of meals and the attendant serves you generous portions of best quality food.
All the three classes come with spacious and comfortable seats with decent legroom. The add-ons are power sockets, USB ports, coat hangers, magazine racks, reading lights, push-back seats, bottle-holders, and screens displaying important train information. This is what you do when you misplace your bags on Eurostar.
Approach the Lost Property Office
If you have dropped or left your bag at one of the stations at the time of boarding, your bag will be kept safely at the Lost Property Office at the station in which it was found. Likewise, if you forgot your bag behind on the train at the time of disembarkation, your belongings will be picked up by the staff and handed over to the authorities at the Lost Property Office at the train’s destination station. However, this is only for non-perishable items. Food and drink items will be destroyed at the end of the working day.
Please provide the following details to the authorities at the office to assist them to find your items for you at the earliest — date of your journey; your train number, and preferably even the coach by which you were traveling; and your seat number. Give them a full and accurate description of your bag with its contents. Also provide your postal and email address, and phone number for the authorities to keep you updated.
You can reclaim your items from the Office at a charge. Please remember to carry your ID proof for the claim. The company also arranges for a courier service for delivery of items to your postal address in the UK or EU.
Contact the Traveler Care Team
Eurostar has a smart, brisk, and efficient complaint handling procedure in place for the convenience of all its customers. They are clear and transparent about the timeframe within which you can expect your problem to be resolved. There are multiple channels where you can book complaints (whenever you have an issue, and in this case, it is luggage loss) immediately either with an onboard team member, a customer care executive, or a member of the Traveler Care Team for a quick resolution. You can send an email to lost.property@eurostar.com. Additionally, you can opt to write to them at:
Eurostar Traveler Care
2nd Floor, Kent House, 81 Station Road
Ashford, Kent TN23 1AP
Eurostar endeavors to resolve and close investigations in a minimal time, and ensures that you speak with the same contact person from start to finish to avoid customer annoyance. Once you file a missing bag complaint, you receive an acknowledgment along with a file/case reference number. A thorough search is immediately launched to trace your bag but in case of a disruption of duty on their part, your complaint is raised to the higher levels for quicker and better service.
Eurostar Traveler Care authorities are available at the office between 8 am and 5 pm Mondays through Fridays.
Get Help Through Social Media
If everything fails (which is extremely rare for Eurostar), you may resort to social media to raise your concerns and reclaim your bags more promptly. Your anxiety will be understandably more if you have lost something of value which is taking time to reach you through proper channels.
A specially dedicated social media team will respond to you and will pass on your details to the Traveler Care Team which will contact you by whichever method you prefer – email, phone, or letter. Please note the links to Eurostar’s social media handles — Facebook, Twitter and Instagram.
We sincerely hope you never encounter any such bothersome situation where you remain separated from your valuables or bags carrying essentials for an extended time. In the unfortunate event that you do lose a bag on the train or station, rest assured Eurostar will do its best to reunite your bags with you. It, indeed, has an efficient staff and an impressive system in place.
